Assessments

Self-Assessments provide immediate feedback about specific elements of your service operation and compares your performance to industry standard practices and performance levels. Guided Assessments provide a more comprehensive view of service practices and performance.  Our assessments are based on industry best practices and performance research.

Guided assessments and performance benchmarking are available across all Technical Support and Customer Success practice areas.  Contact us if you would like to arrange for a more comprehensive assessment.

Customer Success Health Assessment

How mature is your Customer Success initiative? Are you a market leader or just getting started? Evaluate your current Customer Success practices to learn your Customer Success Health Score.

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Service Renewal Assessment

How effective are your service contract renewal practices? Are you leaving money on the table? Do you know why customers cancel service contracts? Take this assessment to see where your renewal practices stand and learn how to maximize service renewal performance.

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Customer Success Management

How effectively do you engage new customers? Do have a formal onboarding process? Do you help customers plan for success with your products? Do you monitor customer health? Take this assessment to see where your practices stand and learn how to maximize customer success management.

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Self-Service Effectiveness Assessment

How effectively do you engage customers through self-help and community services? Do have the content customers need? Is your web site easy to use? Do you foster vibrant communities where customers can find answers and share ideas? Can you measure the impact and effectiveness of your self-help and community efforts? Learn how a Self-Service Assessment will improve the effectiveness of your self-help and community efforts.

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Customer Engagement Assessment

How effectively do you engage new customers? Do have a formal onboarding process? Do you help customers adopt and succeed with your products?

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Service Delivery Assessment

Are your services efficient and effective? Evaluate how your service delivery capabilities compare to industry practices.

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Customer Relationship Growth Assessment

The Customer Relationship Growth Assessment is a guided assessment available to ServiceXRG Members. This comprehensive assessment examines the practices and approaches used to expand customer relationship value through up-selling and cross-selling activities.

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Success Marketing Assessment

How effective are your service marking efforts? Do you have a service marketing team? Do you have well defined programs and a compelling value proposition? Do you have a service marketing plan? How effectively do you market and position your services?

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Post-Sales Organization Assessment

Do your Sales and Service teams coordinate about how they engage and retain customers? Are customer facing teams focused on achieving the same outcomes? How well do your service teams cooperate with each other? Are customer expectations fully understood and met? Can better cooperation between customer facing departments improve retention or create opportunities for growth?

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